Global Account Manager (GAM) is responsible for the health, growth, and long-term success of Upbound's global enterprise customer relationships. While our Account Executives open doors, the GAM owns what happens after - driving adoption and customer success, uncovering expansion opportunities, and becoming a trusted partner to platform and infrastructure leaders at our largest, global accounts.
This is not a reactive support role. The GAM proactively builds executive relationships, develops account growth plans in collaboration with the Customer Experience team, and leads commercial conversations around renewals and upsells. You'll work cross-functionally with solutions engineering, product, marketing, and customer success to ensure customers are continuously
In this role, you will: - Own a portfolio of global enterprise accounts with full accountability for net revenue retention (NRR) and expansion targets.
- Serve as the primary executive relationship owner post-sale, building deep, multi-threaded relationships across IT, platform engineering, and the C-suite.
- Develop and execute account plans that map customer business objectives to Upbound's platform capabilities, identifying expansion opportunities across teams, business units, workloads, and geographies.
- Lead commercial negotiations for renewals and upsells, partnering with Legal, Finance, and Customer Success as needed.
- Drive platform adoption and usage by partnering with Solutions Engineering, Solutions Architecture, and Customer Success to ensure customers are realizing measurable value.
- Act as the customer's advocate internally, surfacing product feedback, escalating issues, and influencing roadmap prioritization on behalf of your accounts.
- Identify and manage risk proactively, maintaining accurate forecasting and health scoring for your portfolio.
- Represent Upbound at customer Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), industry conferences, and on-site visits as needed.
- Collaborate with the Account Executive team to ensure seamless handoffs and a coordinated go-to-market approach within named accounts.
You are a good fit if you have: - A minimum of 6-8 years of relevant work experience.
- A proven track record of owning and growing global enterprise accounts, consistently achieving or exceeding growth, NRR, and expansion targets.
- Experience managing complex, multi-stakeholder relationships at Fortune 500 or G2K companies, including VP and C-level engagement.
- A background in cloud, infrastructure, platform, or developer tooling: you understand the technical landscape and can speak credibly with engineers and architects.
- Demonstrated ability to build account plans that tie customer outcomes to product value and commercial growth.
- Strong commercial acumen: you're comfortable leading renewal and expansion negotiations and navigating complex enterprise procurement cycles.
- Experience with value-based selling frameworks and MEDDPICC qualification, applied to post-sale account management and expansion.
- Excellent communication skills: written, verbal, and in executive presentation settings.
- Strong program management and organization skills, driving recurring cadences and touch-points with the customer.
- A customer-first mindset balanced with healthy business instincts; you know when to advocate for the customer and when to hold firm commercially.
- Comfort operating in a fast-moving, early-stage environment where the playbook is still being written.
It is a plus if: - Familiarity with Kubernetes, Crossplane, Terraform, or cloud-native infrastructure concepts.
- Experience with usage-based or consumption pricing models.
- Prior experience at a Series A/B infrastructure or developer tools company.
- Established relationships within the platform engineering or cloud architecture community.
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